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Process/Service Request Management Specialist (ITSM)

Summary:

The Specialist, Service Request Management and Knowledge Management (preferred), Technology Operations is responsible for the Service Request Management (SRM) and Knowledge Management (KM) processes working closely and collaboratively with the entire organization.  The SRM / KM Specialist is responsible for the process of request fulfillment as well as the coordination and fulfillment of Service Requests to meet OCC’s obligations.  Additionally, the SRM / KM Specialist is responsible for the knowledge management process. 

Primary Duties and Responsibilities:

  • Manage the service request management process with focus on effectiveness, efficiency, and responsiveness

  • Train all Service Request Owners (SRO) and Service Request Requesters (SRR) on the Service Request process and ensure ongoing process compliance and adherence to controls

  • Coordinate and facilitate discussions and working sessions between SROs ensuring appropriate level of requirements gathering are understood, documented, and reviewed

  • Consult with SROs to improve the Service Request Catalog / Service Portal

  • Assist SRRs with request fulfillment within agreed upon SLAs

  • Manage the knowledge management process and repository in ServiceNow

  • Responsible for further development of knowledge base articles

  • Develop and maintain applicable procedures, job aids, process flows, and controls that support SRM and KM processes

  • Develop, monitor, and report the agreed Key Performance Indicators corresponding to the compliance with SROs, SRRs, Knowledge article owners, and management

  • Drive continuous improvement through trend reporting analysis and metrics management

  • Continually work towards making improvements in the SRM and KM processes / modules

  • Coordinate with other ITIL Process Owners

Supervisory Responsibilities:

  • Cross training of other team members, SROs, and SRRs on the service request management process

Qualifications:

  • 3+ years of previous service request management experience

  • 2+ years of previous knowledge management experience (preferred)

  • Strong teamwork spirit and customer service skills to ensure close collaboration with end users of Service Portal and Knowledge Management

  • Excellent oral and written communication skills, ability to effectively communicate with all levels of management and stakeholders

  • Desire to share knowledge and coach other colleagues

Technical Skills:

  • ServiceNow (preferred or similar ITSM tools),

  • Atlassian tools preferred (JIRA, Confluence) or similar experience writing User Stories and Acceptance Criteria

  • Familiarity with ITIL modules e.g. Incident, Problem, Change, Release, Service Portal, Knowledge

  • Experience with Microsoft Office desktop tools (Project, Word, Excel)

Education and/or Experience:

  • Bachelor’s degree, preferably in a technical discipline (Computer Science, Engineering, Information Systems, etc.), or equivalent combination of education and experience required

  • Project management experience leading small to large projects and development of project plans.

  • Experience in the financial industry.

Certificates or Licenses:

  • ITIL Foundations

Step 1
When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.  

Step 2
You will receive an email notification to confirm that we've received your application.

Step 3
If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location. 

For more information about OCC, please click here.

OCC is an Equal Opportunity Employer

Apply About OCC
  • REQ-1929
  • Chicago - 125 S Franklin
  • Full Time Regular
  • Posted: Feb. 5, 2021

How to Apply

Step 1 - When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.

Step 2 - You will receive an email notification to confirm that we've received your application.

Step 3 - If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location.

OCC is an Equal Opportunity Employer

Numerous studies have shown that people from groups that are traditionally under-represented in financial services apply to jobs only if they believe they meet 100% of the requirements. We want to break down this mindset to further diversify our workforce.

We encourage you to review our open positions and apply if you think your experience may be a match, even if you do not meet all of the qualifications. Your perspective may be an element we need to continue building innovative solutions to support the markets and market participants we serve.

OCC is a globally recognized entity that clears a multitude of diverse and sophisticated products. We want to reflect this in the diversity of our workforce.

This web site discusses exchange-traded options issued by The Options Clearing Corporation. No statement in this web site is to be construed as an endorsement, recommendation or solicitation to purchase or sell a security, or to provide investment advice. Options involve risk and are not suitable for all investors. Prior to buying or selling an option, a person must receive a copy of the disclosure document, Characteristics and Risks of Standardized Options. Individuals should not enter into option transactions until they have read and understood this document. To obtain copies, contact your broker, any exchange on which options are traded, or The Options Clearing Corporation, 125 S. Franklin Street, Suite 1200, Chicago, IL 60606 ([email protected]).